feature · September 2011
Excel at Service, the Profits Follow:
What REALLY impresses me about apple is the added benefits that are offered when you buy a computer or other product. They offer amazing training and support for only a few dollars per week and their CUSTOMER SERVICE is exceptional.
A dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people. Happy customers who get their issue resolved tell about 4 to 6 people about their experience. Source: White House Office of Consumer Affairs, Washington, DC http://www.customer1.com/blog/customer-service-statistics
What REALLY impresses me about apple is the added benefits that are offered when you buy a computer or other product. They offer amazing training and support for only a few dollars per week and their CUSTOMER SERVICE is exceptional.
I so appreciated his kind offer and what he said was profound. I gave him a generous tip, even by American standards.
Imagine if you could increase profits and customer loyalty by not just being really helpful, but also by rewarding your extra nice regular customers also. There is a saying “its not what you know but WHO you know…”
“ In a positive economy, 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service – up from 9% last year. My comment: Price is important, but becomes less important. While you have to remain somewhat competitive, you potentially have extra margin to work with. Delivering on customer expectations positively affects the bottom line.” (source- http://hyken.com/customer-service-3/customer-service-stats-prove-why-everyone-must-deliver-excellent-customer-service )
You are the CEO of your own company, what is the difference that makes the difference for your team members and customers that will keep them happy, loyal, referring and buying?